Procedure for Dealing With Complaints and achiving targets in a Organisation

Customer service is key in any
business. Whether the customer is the general public, a vendor or an investor,
when complaints are made against your company by those who patronize it, there
must be a procedure in place. You must handle the complaints and ensure that
the problem does not become a continuing issue for your business.

1Problem Research

oWhen a complaint is present against
your business, or someone working for it, the first thing you should do is
conduct some research. Talk to the customer or vendor about the problem and get
their version of the complaint. Ask them to state, very clearly, the problem
they are having, details about the occurrence or circumstances behind the
complaint and ask them what they would like to see done, without committing to
anything. Then, address those within your organization who were involved or
have knowledge of the issue. At this point, all you are doing is gathering
facts to determine the best course of action.

Complaint Resolution

oOnce you have gathered all of your
facts, it is time to figure out a resolution. Not only do you want to appease
the person who made the complaint, whether they are at fault or not, but you
want to institute policies in your overall business structure to ensure that
the transgression does not occur again. Keep in mind that word of mouth can
make or break any type of business, so keeping those who solicit your services
happy is important. If it is possible, meet the terms stated by the customer or
vendor to satisfy them. If there was no fault on the part of your company, you
don't have to do this, but it will still go a long way with the customer.

If the error was made on the part of someone in your organization,
address the matter to ensure it will not happen again. This may mean sanctions
against an employee, a change in a certain procedure or policy, customer
service training or more intense management of a particular group. You can spin
the resolution process in a positive manner by offering bonuses or special
prizes for those employees who have the least amount of complaints for a
designated number of days, weeks, months or quarters throughout the year.

Follow-Up

oOnce the issue has been resolved, it is
important to follow up with your employees and the customer who made the
complaint. If the customer is still patronizing your business, casually inquire
as to whether there have been any more problems. Work closely with managers and
employees to be sure that whatever occurred has not happened again. Follow-up
is the key to appeasing the customer and fully resolving the complaint.

How to achieve target: A Biggest Issue

Dear friends let me assure you that there is no substitute for hard work.
Off course it can be replaced by SMART work, But work you must. There is no
shortcut to accomplish your task that doesn't go through the road of hard work.

To make you work in shortest time here are the five simple steps that if
followed word to word will lead to accomplishing the task in the most quickest
time.

1) Specify the target :- This means specify the work required to be done to
the last details. Many times it happens that we do a lot of work regarding
achieving a middle of particular tolerance (control limit) when in actual what
was required was just adherence to the tolerance. So better know the purpose of
the target

2) Time plan:- Nothing can be achieved without actual time plan. So have a
time plan with actual dates for the progression of the partial targets.

3) Taking actions:- Action is the soul of target achievement. So a quick
action is to be taken as per the plan. Before taking actions, review various
options and then go in for a particular action.

4) Regular follow up:- Once the action is initiated it is very necessary to
do regular follow-up and check the progress. If found deviating from the target
,then we should either change the action completely or do the modifications as
required.

5) Achieve the target:- By following the above steps we are sure to achieve
the target and the most important thing here is to congratulate oneself for the
success and always maintain the records of success so that in future too, you
can refer them, both for building your confidence and also for use as a ready
rekoner

One final step, Standardization of a system that works for you is the best
way to succeed in life, so record keeping of your successes and failures can
guide you to develop a system that actually works for you.

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